Enterprise Plan

Global Help Desk Services, Inc. (GHDSi) provides you with help desk outsourcing services.


Enterprise Help Desk Plan

Global Help Desk Services provides help desk outsourcing services to many enterprise sized companies.

You can use us to be the first point of contact for your employees and/or customers to handle technical issues, resolve problems, and escalate those things that can’t be resolved at the help desk. Your outsourced help desk will give you the freedom to focus on your core competencies while we resolve more issues on the front-end, giving your employees or customers a pleasant, satisfying help desk experience.

We guarantee your service levels because we get financially penalized if we don’t meet your Service Levels each month. Our predictable, repeatable processes not only bring stability to your environment, but when coupled with guaranteed service levels they lead to distinct improvement in your customer satisfaction levels.

Application Support

We can provide you and your employees with technical support for standard off-the-shelf software applications and proprietary applications.

Hardware Diagnosis

Our front-line hardware diagnosis and escalation services can include:

  • First-line support for field personnel and their hardware.
  • Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
  • First-line support for internal employees and their hardware.
  • Dispatching an on-site technician from your internal IT department or a 3rd party service provider.

 

Network Support

We can provide you with desktop related network support issues and user administration.

Customized 800# and Greeting

Let us become a seamless extension of your IT department with a dedicated 800# and personalized greeting. Your options include:

  • Dedicated 800# access to our help desk agents.
  • Personalized greeting by our agents that gives your callers the comfort they are calling their own IT department.
  • Ability for you to setup your own internal 4-digit extension to our help desk.
  • SAMPLE customized greeting: "ABC Company Support, this is (Analyst) speaking, how may I help you?"

 

Internet Call Tracking Access

Using our state-of-the-art help desk software and Web interface, we are able to offer you Internet access to your call status. You can:

  • Retrieve and view your call tickets through the Internet, VPN connection, or dedicated circuit.
  • Escalate (reassign) calls to a 3rd party service provider or your internal IT department.
  • Eliminate your own internal call tracking system and use ours through the Internet.
  • Provide a seamless integration of all support teams and full audit trail on any issue.

Remote Control Assistance

There's nothing more satisfying to a caller than quick, efficient resolution of their problem by a friendly help desk agent. Our remote control software assistance provides you with:

  • Permission-based remote control of your caller's PC.
  • Step-by-step voice and visual resolution of your caller's issue.
  • Ability for the caller to see the help desk agent controlling their PC's mouse and keyboard.
  • Ability for the caller to regain full control of their PC at any time; especially at the end of the call.

Proprietary Application Support

We can provide you with proprietary application support using one of the following three approaches:

  • Call Routing Only: Using this approach you are providing a single point of contact to your callers. We are taking the call, logging the call, and simply escalating to your internal team according to pre-defined processes.
  • Top Ten Issues: Using this approach we would offload some of the support from you by resolving calls associated with the top ten issues. All other calls would be escalated to your internal team according to pre-defined processes.
  • Full Support: Using this approach you would provide our team with training on your application(s) in order to resolve a high percentage of calls upon first contact.

Customer Satisfaction Survey

We can send out an automated email each month asking the caller to complete an independent survey based on five questions. Survey results are tabulated and reported on each month.

Foreign Language Support

GHDSi can help you with your foreign language requirements at the help desk. Depending upon the call volume, language required, and hours of coverage required, GHDSi will either staff foreign language agents to support you or utilize the resources of a language line Over-The-Phone Interpretation (OPI) service. Either way, your employees or customers will be handled with care and efficiency.



Let's Talk About Your Help Desk Needs

Give us a call today and let us help you identify your needs to build a help desk outsource solution that will delight your employees or customers and allow you to gain a competitive advantage in the marketplace.

Enterprise Help Desk Pricing

Pricing is on a per incident basis and is determined using these three steps:

1. Establish Monthly Incident Volume

Together, we need to determine your minimum monthly incident volume. As we have said in our FAQs section, sometimes the help desk industry uses "per incident" and "per call" interchangeably. We have done that as well. But, we primarily charge on a "per incident" basis. If you already know how many incidents you receive on a monthly basis, we can use that figure. If you are not sure, you can use the Pilot Program to determine your monthly incident or call volume.

Here's a simple rule-of-thumb you should use when considering your monthly incident volume:
1. The higher the monthly incident volume commit, the lower the price per incident.
2. The lower the monthly incident volume commit, the higher the price per incident.

2. Determine Hours of Coverage

The key question for you here is whether your hours of support coverage are typical business hours Monday through Friday, or do you need something like 5x24 or 7x24 support. There are premiums associated with 5x24 or 7x24 support. If you require foreign language support then consider what hours of coverage you will need and what time zone calls will originate from. For example, do you need business hours support for Chinese to support calls originating in China?

3. Identify Service To Be Provided

Here are some questions to help you identify the services you will need:

  • Application Support: What software applications will you want support for?
  • Hardware Diagnosis: Any hardware diagnosis required? Any on-site dispatch, warranty services or escalation services required? To who?

Our front-line hardware diagnosis and escalation services can include:

  • - First-line support for field personnel and their hardware.
  • - Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
  • - First-line support for internal employees and their hardware.
  • - Dispatching an on-site technician from your internal IT department or a 3rd party service provider.

  • Network Connectivity Support: Do you need desktop user connectivity support?
  • User Administration: Do you need user ids created and/or mailboxes created?
  • Customized 800# and Greeting: Do you want your own dedicated 800# and personalized greeting?

Your dedicated toll free number and greeting include:

  • - Dedicated toll free access to our help desk agents.
  • - Personalized greeting that gives your callers the comfort they are calling their own IT department.
  • - Dedicated statistics on that toll free line giving you a clear picture of phone calls received.
  • - SAMPLE customized greeting: "ABC Company technical support, this is (Analyst name), how may I help you?"

  • Internet Call Tracking Access: Will your staff need access to our call tracking system to enter, edit, or view call tickets via the Internet?

Using our state-of-the-art help desk software, we are able to offer you web-based access to your tickets. You can:

  • - Retrieve and view your call tickets through the Internet, VPN connection, or dedicated circuit.
  • - Escalate (reassign) calls to a 3rd party service provider or your internal IT department.
  • - Eliminate your own internal call tracking system and use ours through the Internet.
  • - Provide a seamless integration of all support teams and full audit trail on any issue.

  • Online CHAT Support: Do you want your users to be able to submit a request via an online CHAT session?
  • Remote Control Assistance: Do you want permission-based remote control of your user's PCs so that we can walk your user through the resolution, while they watch; thereby, reducing the call resolution time and improving the personal touch to your caller?

There's nothing more satisfying to a caller than quick, efficient resolution of their problem by a friendly help desk agent. Our remote control software assistance provides you with:

  • - Permission-based remote control of your caller's PC.
  • - Step-by-step voice and visual resolution of your caller's issue.
  • - Ability for the caller to see the help desk agent controlling their PC's mouse and keyboard.
  • - Ability for the caller to regain full control of their PC at any time; especially at the end of the call.

  • Proprietary Application Support: Do you have non-standard applications you need support for? Can you provide us with training on your application(s) easily? If not, have you identified the top ten frequently asked questions and their answers? Would you like to have those front-ended by our help desk?

We can provide you with proprietary application support using one of the following three approaches:

  • Call Routing Only: Using this approach you are providing a single point of contact to your callers. We are taking the call, logging the call, and simply escalating to your internal team according to pre-defined processes.
  • Top Ten FAQs: Using this approach we would offload some of the support from you by resolving calls associated with the top ten frequently asked questions. All other calls would be escalated to your internal team according to pre-defined processes.
  • Full Support Using this approach you would provide our team with training on your application(s) in order to resolve a high percentage of calls upon first contact.

  • Foreign Language Support: Do you have foreign language requirements? What hours of coverage are absolutely required versus 'nice to have'? What call volume is expected for that language during those hours of coverage?
  • Service Level Objectives: What is your expectation for service levels such as average speed of answer, abandon rate (%), or response time to email requests?
  • Customer Satisfaction Survey: Would you like to have your employees and/or customers surveyed each month to measure the customer satisfaction level?
  • Reporting: What kind of reports do you want to see and how frequently? Monthly Summary? Category Report? Ticket Count by Location? We have standard reports we will offer you, but think about what will make you more effective as a support group.



About Us


Your price per incident declines as your monthly incident volume increases. In other words, the higher the incident volume commitment you can give to us, the lower the price per incident. If you don't know your current monthly incident volume we can help you determine your volume using our Pilot Program.


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